Call Type Half Hour Interval Summary

Version 1

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Luis Yrigoyen on 22-02-2012 11:20:01 AM
    do you know the Webview name?

    caltypxx

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Luis Yrigoyen on 22-02-2012 01:54:09 PM
    It's probably one these attached:
     
    Lete me know if you need help converting it.

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Luis Yrigoyen on 22-02-2012 02:53:22 PM
    Just to be cleared; when you say "cumulative summary of all call types" you mean that this report used to combine all call types without having to select them?
    I think is a modified caltyp21.

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Nathan Luk on 22-02-2012 07:42:16 PM
    Hi Senthil,

    That is a custom report from the look of it. Without the pbl file from Webview to open up and look at I would suggest you make a copy of the caltyp21 if you already have that in CUIC. Then open up the report definition and remove the "EntName = Call_Type.EnterpriseName," from the select statement and then remove the Call_Type.EnterpriseName from the Group By statement at the bottom. That should remove the call type name from the grouping giving you the type of report you are after.

    Cheers,
    Nathan
    This document was generated from CDN thread

    Created by: Senthil Kumar Natarajan on 22-02-2012 11:00:32 AM
    Customer used to this report on webview days with 7.5.1 (i guess). Anyone have this version and can post the srd file so i can create the equivalent in CUIC.
     
    Basically in this report, customer can choose multiple call types and they get a single report of 30 minute interval with average value of all call types. I have attached a screenshot for reference.
    Please note there is no sorting here based on CT, i see a cumulative value for all CT that were selected.
     
    TIA
    Senthil
     

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Senthil Kumar Natarajan on 22-02-2012 11:44:15 AM
    I nor the client(supervisor) has no idea. They were forced to use CUIC as webview is not supported with their current version of UCCE.

    Customer has sample exported reports only (attached earlier). I even tried to convert teh caltype21 report (half hour analysis) but i am getting sorted individual CT data for every 30 min, not the cumulative one.

    WE can't even go back and get the templates as the webview servers has been already dismantled long back.

    i don't even see this "Call Type Half Hour Interval summary" in any latest webview guide either, to help track the webview name

    -senthil

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Senthil Kumar Natarajan on 22-02-2012 02:29:45 PM
    Thanks Luis.

    i already converted the caltyp21 but its not providing me the cumulative summary of all call types. I went and verified the caltyp05 and caltyp23 and they don't match the report i posted earlier.

    from the guide,
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_1/reference/guide/wipce71r.pdf

    i don't see any Call Type Half Hour Interval Summary (in the later versions of webview as well)

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Senthil Kumar Natarajan on 22-02-2012 03:13:15 PM
    For example when i run the report for CT A and CT B,

    I get half hour interval summary like,

    HalfHour      ASA              SL-Ignored
    8:30             00:00:05           0.00%
    9:00             00:00:07           60.00%


    So each row represents data for CT A and CT B combined together. And this is what i hear.

    According to the reporting guide, i don't see any stock report which does that. You basically get the data for each CT you ran the report for.

    So either, its a custom report or some massaging done after the data is exported in excel.

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Senthil Kumar Natarajan on 23-02-2012 08:46:53 AM
    that didn't work Nathan. Basically, it didn't display that column.

    I need the logic in the background to compute the metrics for the selected call type in a same half hour field. I need to get back to their analyst and figure out how they were doing this.

    -Senthil

    Subject: RE: New Message from Senthil Kumar Natarajan in Contact Center Reporting (C
    Replied by: Nathan Luk on 23-02-2012 11:18:18 AM
    Hi Senthil,

    I remember now. To do a report like that you have to also remove the CallTypeID from the select and group by parts of the query. However depending on the report definition type you might not be able to do this. You can only do a report which doesn't have the identifier of the report (what you associate the value list to) in the select statement if you do an anonymous block report so it won't work in a normal database query.

    Cheers,

    Nathan

    Subject: RE: Call Type Half Hour Interval Summary
    Replied by: Senthil Kumar Natarajan on 24-02-2012 05:35:13 PM
    Thanks Nathan. You da man.

    I finally got this working. Took me a while. I had to remove the EntName, CallType from Select, GroupBy and OrderBy. During my first try, i forgot to remove it from OrderBy.

    Now i need to figure the footer formulae for ASA, Average abandon delay time, % Queued & % Abandon.

    Thanks again for your help.

    -Senthil